September 19, 2025
The True Value of AI Revealed in Healthcare CX Automation
If you recall the chatbot era across the late 2010s-early 2020s, there was a rush of hype, hope and excitement. Then, a deafening silence as vendors and end-user businesses kept quiet on the end results, until sufficient data crept into press releases highlighting time saved, revenue earned, and value created through automation.
Often chatbots didn’t create much value, they were quietly retired or more cautiously evolved into today’s AI era. Now the survivors are smarter, faster and more useful as part of broader customer experience approaches. And the value of new automation efforts powered by AI is becoming apparent faster, in months, not years.
A strong positive comes from RoboReception, a UK healthcare software provider, announcing real-world results from its AI rollout. Delivered with Wildix reseller Focus CX, it demonstrates how agentic voice automation relieves frontline pressure, improves the patient experience and provides measurable value.
In just a few months since May 2025, the live 24/7 AI receptionist has answered over 50,000 patient calls, converting them into potentially £9 million in new patient revenue and returning more than 2,000 hours to clinical care.
Compare that to the ongoing barrage of hold messages from dentists, doctors and other health facilities that still rely on the human element, tying up receptionists on phones when they could be adding more value to patients and their staff.
Real Results for Businesses and Better Health Through Automation
The stats might not seem huge by enterprise standards, but for small businesses where operations are often run on minimal budgets, they can make a huge difference. The full impact, measured over 65 practices, include:
- 50,000 answered calls with zero misses (vs. ~35% before AI)
- 2,000+ staff hours returned to patient care
- Nearly £700,000 in new patient value captured since launch
- £2M projected in year one, £9M lifetime value
- 96% of calls fully resolved by AI, 4% escalated to staff
- 500 new patients booked monthly, booking rates rising from 18% to 70%
- Late cancellations down 75%
- 100% GDPR-compliant, encrypted, with role-based access and audit logs
Missed calls remain one of healthcare’s hidden drains. Over a third of new patient calls go unanswered. Those who get through face long waits and low booking rates, leaving practices with lost revenue and patients without timely care.
The Wildix–RoboReception system closes the gap by combining Wildix’s UCaaS platform powered by Wilma AI and RoboReception’s dentist-designed agentic workflows. Unlike traditional systems, it gives practices oversight: determining when AI engages, when staff intervene and how records are updated, with seamless escalation to a live agent.
Talking Great Reception
Founded by practicing dentists, RoboReception was created to solve the daily front-desk problem. “We were never taught business at dental school, only how to serve patients,” said Dr. Grant McAree, co-founder, RoboReception. And as medical professionals and their staff get closer to burnout, they will welcome AI across many areas of their day-to-day operations.
“Yet every missed call meant a patient lost and pressure piling on our teams. I’ve lived that moment, drill in hand, while the phone rang unanswered. That’s why we built RoboReception, not a plug-and-play gadget, but a controllable system created by clinicians for clinicians. Together with Wildix, we’ve proven AI can work hand-in-hand with staff, giving practices back control and patients the access they deserve.”
“The difference here is simple: this isn’t AI running wild, it’s AI designed hand-in-hand with clinicians and live in weeks,” said Dimitri Osler, chief innovation officer and co-founder, Wildix. “That’s why practices aren’t just trialing it, they’re scaling it to hundreds of sites. It shows AI can be safe, trusted and still completely game-changing for healthcare.”
The system replaces fragmented front-desk tools with a single platform that connects to patient records, CRM and scheduling to book appointments, update records and transfer calls in real time. Focus CX credited Wildix’s open APIs and engineering support for rollout in weeks, a speed described as “unheard of” in healthcare technology.
Expansion is underway to more than 500 practices worldwide, including in Ireland and Australia.
While grandiose reports cite billions and trillions of dollars in benefits from AI. It is only when market or vertical-specific reports show the true value that many professionals hedging on AI will see the light and take the plunge.
